Supporter Relations Officer

Salary £30,000

Contract type Permanent

Location Great Abington, Cambridge CB21 6AD (Agile; approximately 2 days a week from our office)

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Closing

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This is a Permanent, , Full Time vacancy that will close in {x} days at {xx:xx} BST.

The Vacancy

The Supporter Operations team at Alzheimer’s Research UK is a key point of contact in the charity for supporters and members of the public and ensures the highest standards in operational processes and compliance, to ensure a first-class supporter experience.

The Supporter Relations Officer is responsible for delivering essential supporter engagement activities, ensuring delivery of an excellent experience for every contact, recognise opportunities to increase supporter loyalty, and generate the maximum amount of income for dementia research. The post holder is the first escalation point for the Executives when dealing with more complex enquiries, using the experience to support on the job training at delivering an excellent supporter experience.

MAIN DUTIES & RESPONSIBILITIES:

Supporter Enquiry Management

Act as the first escalation point for Executives with complex enquiries, helping to troubleshoot the enquiry in a suitable timely manner and ensuring the delivery of a warm and positive response for the supporter.
Support the team Executives with inbound enquiries by telephone, email, post and social media, ensuring the highest standard of responses and covering absences on occasion.
Promote fundraising, engagement and retention opportunities when talking to supporters using a range of initiatives to explain how their donations positively contribute towards the cause.
Ensure all campaign briefings are delivered to the team to equip them for enquiry handling.
Delivery of the promotion of and supporting supporters in the best practice in ‘in aid of’ fundraising policies.

Supporter Stewardship

Delivery of outbound thanking and stewardship programmes.
Assist the Senior Officer in ensuring effective management regions at specified levels, to ensure appropriate stewardship.
Working alongside the Executives on the delivery of the Tiering and Triage system and supporting the Senior Officer in making decisions on supporters requiring manual intervention to tier. And input into reviews of the tiering system to ensure it is fit for purpose and is offering the supporter the best stewardship journey.
Support the Senior Officer in managing the supporter follow‑up process to ensure funds are received promptly and accurately.
Responsible for ensuring the quality of our Thanking processes and content are to the highest standards.
Collaborate with key stakeholders and teams – Relationship Fundraising, Mass Participation and Sporting Events, In Memory and Individual Giving, ensuring that supporters are given the best level of stewardship.

Other duties

Creating and updating team procedures as required.
Supporting the induction, training and guidance of Supporter Relations Executives as and when required.
To take personal responsibility for ensuring a good working knowledge of Alzheimer’s Research UK when communicating with supporters. This will require attendance at campaign briefings and other presentations and continuously building knowledge by taking the time to read daily news summaries, press releases and the employee intranet.
To actively and enthusiastically promote the full Supporter Operations function at Alzheimer’s Research UK and be willing to take part in various initiatives to help maintain this such as department updates and trainings and being involved in inducting new starters to Alzheimer’s Research UK on the work of the team.
To ensure appropriate resourcing across the wider Supporter Operations team and maintain SLAs, in extreme situations, the role maybe asked to carry out donation processing and other operational tasks relating to supporter activities, where required.

WHAT WE ARE LOOKING FOR:

Experience of working in a customer facing role within an office environment.
Experience of handling complaints and queries.
Enthusiasm for building excellent supporter relationships and ensuring supporters feel valued and thanked appropriately.
Confidence working with computers – good knowledge of Word, Excel, Outlook and CRM databases.
Excellent written and spoken communication skills.
Excellent CRM/database management skills.
Ability to work with a high level of accuracy and attention to detail.
Good organisational skills and the ability to prioritise workload.
A professional and hard-working team player with a positive and collaborative work ethic.
Outgoing, enthusiastic and able to remain calm under pressure

The closing date for applications is the 4th May 2006, with interviews being arrange once shortlisting has been completed. Please indicate in your covering letter if you are unable to attend an interview on a certain date. We would encourage you to submit your application at the earliest opportunity, as on occasion we may have to bring forward the interview date and/or the closing date based on the needs of the business. Although a possibility, this will only happen in exceptional circumstances. Please indicate in your covering letter if you are unable to attend an interview on a certain date.

The Charity

Alzheimer's Research UK is the UK's leading dementia research charity. Our mission is to accelerate progress towards a cure. Today 1 in 2 people will be impacted by dementia, either through caring for a loved one, developing it themselves or tragically both. But there is hope.

There has never been a more important and exciting time in dementia research. With promising new drugs in clinical trials that slow the progression of the diseases that cause it, and revolutionary new ways to diagnose them on the horizon, we are now at a tipping point. Working with the smartest minds globally and across the UK, with industry and academia, Alzheimer’s Research UK is uniquely placed to invest in the very best research identifying barriers to a cure and knocking them down so that there are more and better treatments for everyone with dementia. For the first time in history, we can see a future where people with dementia can get a swift and accurate diagnosis, and effective treatments that could slow or even stop their disease. We stand for everyone affected by dementia. We stand for a cure.

We value diversity and are committed to creating an inclusive culture where everyone can be themselves and reach their full potential. We actively encourage applications from people of all backgrounds and cultures, in particular those from ethnic minority backgrounds who are currently under-represented. Any offer of employment is however subject to you having the right to work in the UK.

The Benefits

It is important to offer a range of benefits which are designed to meet both the organisational and individual needs, are market competitive and designed to attract and retain employees.

For more details on working for Alzheimer's Research UK click here.

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The Company

We are creative and fearless in our work.

We take ownership of our work and lead from the front.

We collaborate widely and build supportive environments.

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We are looking for a

Supporter Relations Officer

The Company

We are creative and fearless in our work.

We take ownership of our work and lead from the front.

We collaborate widely and build supportive environments.